ManageEngine ServiceDesk Plus
Encyclopedia
ManageEngine ServiceDesk Plus is a complete web based and ITIL ready service desk software package with integrated asset management. It is developed by ManageEngine of ZOHO Corporation
. ServiceDesk plus has been selected as the Winner in Help Desk Category of Readers' Choice Awards by windowsnetworking.com.
, purchasing and knowledge management functionality with an ITIL ready version. It enables end-users to raise tickets via an online web form, email, telephone or API's. It automates several key workflow tasks such as case routing, acknowledging requester, technician notification and handling of SLA's and business rules.
The latest version also includes Active Directory Integration, mobile interface, purchasing system with approver, business rules for better request management, ability to group similar requests and assign to queues, comprehensive custom reports, announcement boards, enhanced list views, billing based on time spent on request, automated password reset, HTML editors for solutions and notifications and ITIL ready functionalities. Incident management
, Problem management
, Change management
and Configuration management database has been implemented with all functionalities.
ZOHO Corporation
ZOHO Corporation founded in 1996, is located in Pleasanton, California, United States of America. The company started as a network framework provider for telecom equipment vendors. In 2003, ZOHO Corp diversified into IT Management software with ManageEngine...
. ServiceDesk plus has been selected as the Winner in Help Desk Category of Readers' Choice Awards by windowsnetworking.com.
Features
Its features also include Contract managementContract management
Contract management or contract administration is the management of contracts made with customers, vendors, partners, or employees. Contract management includes negotiating the terms and conditions in contracts and ensuring compliance with the terms and conditions, as well as documenting and...
, purchasing and knowledge management functionality with an ITIL ready version. It enables end-users to raise tickets via an online web form, email, telephone or API's. It automates several key workflow tasks such as case routing, acknowledging requester, technician notification and handling of SLA's and business rules.
The latest version also includes Active Directory Integration, mobile interface, purchasing system with approver, business rules for better request management, ability to group similar requests and assign to queues, comprehensive custom reports, announcement boards, enhanced list views, billing based on time spent on request, automated password reset, HTML editors for solutions and notifications and ITIL ready functionalities. Incident management
Incident management
Incident Management refers to the activities of an organization to identify, analyze and correct hazards. For instance, a fire in a factory would be a risk that realized, or an incident that happened...
, Problem management
Problem management
This article is about Problem Management Process, as defined by ITIL.ITIL defines a problem as the cause of one or more incidents.Problem Management is the process responsible for managing the lifecycle of all problems...
, Change management
Change management
Change management is a structured approach to shifting/transitioning individuals, teams, and organizations from a current state to a desired future state. It is an organizational process aimed at helping employees to accept and embrace changes in their current business environment....
and Configuration management database has been implemented with all functionalities.
License
ServiceDesk Plus is proprietary software with license and annual maintenance fees based on the number of support representative seats. The Free Edition allows a single Technician manage up to 25 Workstations.External links
- Help Desk Software - Official Website